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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Intercom—Dial Issue 3 March 1996 3-827 nCall Coverage Intercom calls are redirected to Call Coverage only if the caller activates Go To Cover. nData Privacy and Data Restriction An extension with Data Privacy or Data Restriction activated cannot originate an intercom call. Intercept tone is received when the ICOM button is pressed under this condition. nSingle-Digit Dialing and Mixed Station Numbering Prefixed extensions greater than five digits (including the prefix) in length cannot be assigned to intercom lists. Administration Intercom—Dial is administered by the system administrator. The following items require administration: nIntercom groups — Group number — Length of dial c o de — Extension numbers within the group — Dial c o des to access Intercom group members nDial Intercom buttons. Hardware and Software Requirements No a d ditional hardware or software is required. Voice terminals equipped with a buttons and a status lamp are useful, but not required.
Feature Descriptions 3-828Issue 3 March 1996 Internal Automatic Answer (IAA) Feature Availability This feature is available with all Generic 3 releases except G3i-Global and G3rV1. Description Allows specific voice terminals to answer incoming internal calls automatically. Internal Automatic Answer (IAA) is intended for use with selected voice terminals with a b uilt-in speakerphone, or stations with adjunct speakerphone or headset with the headset option enabled on the ‘‘Station” form’. For G3vsV1/G3sV1 and G3iV1, this feature is only available with the MERLIN/System 25 7313H, 7314H, 7315H, 7316H, and 7317H terminals. For G3V2 and later releases, this feature is available for most multi-function stations with a speakerphone or a headphone. A 602A terminal is off-hook when the headset/sp eakerphone is connected, therefore IAA answers a call if all other call-appearances are idle. Internal calls eligible for automatic answer by the IAA feature are: nStation-to-station voice calls, with both voice terminals on the same switch. (This includes redirected intra-switch calls.) nAn internal call over a DCS configuration to another internal extension. (This includes redirected inter-DCS calls.) nExternal calls that are extend e d by an attendant console when the ‘‘Internal Automatic Answer for Attendant Extend e d Calls’’ option on the ‘‘System Parameters Feature’’ form is enabled. The following types of calls are not eligible to be answered automatically via IAA: nCalls from p u blic network trunks (including PCOL) nCalls arriving on non-DCS tie trunks nAutomatic Callback calls nAutomatic Circuit Assurance calls nData calls nExternal calls extended by an attendant console when the ‘‘Internal Automatic Answer for Attendant Extended Calls’’ o ption on the ‘‘System Parameters Feature’’ form is disabled nCalls redirected because of queue overflow of Emergency Ac cess to the Attendant calls nTerminating Extension Groups nThe re ceiving station’s “Active Station Ringing” option is set to “continuous”
Internal Automatic Answer (IAA) Issue 3 March 1996 3-829 An eligible call is answered automatically via the IAA feature if IAA is activated at the answering voice terminal and the answering voice terminal is idle (on-hook and able to accept an incoming call). A voice terminal that is off-hook, in the process of dialing d i gits, or has a call on hold is not considered idle. IAA Feature Operations With IAA, a single programmable feature button (IAA) can be assigned to voice terminals during voice terminal administration. When this feature button is pressed, the associated green status lamp lights and the IAA feature is activated. Pressing the same b utton a gain causes the status lamp to g o dark and the IAA feature is deactivated. (Pressing the feature b utton has no effect on a currently active call or a ringing call.) As long as the IAA button’s status lamp is on, the IAA feature remains activated. The IAA b utton may be tog g led on or off at any time, regardless of the state of the voice terminal; the voice terminal’s speakerphone is not affected by this action. Also, using the speakerphone to place calls does not affect the state of the IAA feature. The calling voice terminal receives a tone when its call is answered automatically by a voice terminal with IAA activated. The called voice terminal receives a tone (a ‘‘ring ping’’) and then goes off-hook when automatically answering an IAA-eligible call. Both the answering voice terminal’s sp eaker and microphone are turned on. If the user of a voice terminal with IAA activated is currently busy on a call or is in the process of dialing digits, subsequent incoming calls are treated as if IAA is not activated. Thus, an already established call or call establishment activity temp orarily disables the IAA feature for incoming calls. Considerations IAA provides convenient hands-free answering of internal calls. The user of a voice terminal with IAA activated should always deactivate the feature when leaving the work area. Otherwise, incoming calls are unintentionally ‘‘answered’’ by the unattended station. This prevents calls from going to coverage. For G3vsV1/G3sV1, and G3iV1, IAA is only available with the MERLIN/System 25 731xH series voice terminals and is not available with any other voice terminals. There is no feature access code for the IAA feature; the station int-aut-on must be administered. IAA is not available with ISDN BRI voice terminals or Attendant Console. IAA and Automatic Answer are mutually exclusive. IAA and the Continuous Ring options are mutually exclusive.
Feature Descriptions 3-830Issue 3 March 1996 Interactions The following features interact with the Internal Automatic Answer (IAA) feature: nACD Calls IAA ap p lies to internal calls to an ACD agent. nAutomatic Answer IAA and Automatic Answer cannot be administered simultaneously on the same voice terminal. nAutomatic Callback Callback calls via Automatic Callback are not answered automatically b y the IAA feature. nAutomatic Circuit Assurance (ACA) Calls generated by the ACA feature are not eligible for IAA. nBrid ged Call Ap pearance — Multi-Ap pearance Voice Terminal Calls terminating to a bridged appearance are not elig i ble for IAA at the bridged station, even if the bridged station has IAA enabled. (IAA can be used by the principal station to answer the call.) nBrid ged Call Ap pearance — Single-Line Voice Terminal Calls terminating to a bridged appearance are not elig i ble for IAA at the bridged station, even if the bridged station has IAA enabled. nCall Coverage If an internal call is redirected to another voice terminal by a Call Coverage redirection criteria, then that call is eligible for IAA at the redirected voice terminal. IAA does not a pply to calls to the original called extension when: — The called voice terminal has activate d Send All Calls — The c alling voice terminal has selected Go To Cover b efore placing the call Calls directed to a Coverage Answering Group are not elig i ble for IAA. NOTE: If the system administrator sets the coverage path for a station to ‘‘All-Calls’’ and that principal station activates IAA, the first coverage point hears a ring, the principal station automatically answers and the coverage-simulate d bridge is dropped. The coverage station rings, but is not able to answer the call because the coverage simulated brid g e has been dropped.
Internal Automatic Answer (IAA) Issue 3 March 1996 3-831 nCall Forwarding Calls to a station with IAA and Call Forward ing activate d are forwarded and are not answered by the station dialed. NOTE: If the ‘‘forwarded to’’ station, is internal and has IAA active, the ‘‘forwarded to’’ station automatically answers the redirected call. nDeluxePaging (Call Park) When using the DeluxePaging feature and c all park times out, it returns to the originating station which parked the call and is eligible for IAA. nCall Pickup Internal calls to a voice terminal in a Call Pickup group are eligible for IAA. If the called extension in a Call Pickup group is IAA-active, the call is automatically answered. An IAA-active voice terminal is not able to automatically answer calls to other voice terminals in it’s Call Pickup group. nConference Internal conference calls are eligible to be automatically answered via the IAA feature. If more than one conference party has joined a conference call through automatic answer, such parties remain connected until either they disconnect or the controlling party drops the call. nData Call Setu p Data calls are not eligible for IAA. nDirect Department Calling (DDC) and Uniform Call Distribution (UCD) Internal calls to a DDC or UCD group member are eligible for IAA. nDistributed Communications System (DCS) If a call is from another switch in a DCS configuration and the origin of the call is known to b e an internal voice terminal on that switch, then that call is considered internal and is eligible for automatic answer. nDo Not Disturb Activation of the Do Not Disturb feature preempts IAA at the called voice terminal. nGo To Cover IAA does not a pply to calls to the original called extension when the calling voice terminal has selected Go To Cover before placing the call.
Feature Descriptions 3-832Issue 3 March 1996 nIS D N B RI IAA is not available with ISDN BRI stations. nRingback Queuin g Automatic calls generated by the Ringback Queuing feature are not eligible for IAA. nSend All Calls IAA does not apply to calls to the original called extension when the c alled voice terminal has selected Send All Calls. nTerminating Extension Group Calls to a Terminating Extension Group extension are not elig i ble for IAA; however, calls placed to the individual extension are eligible. nTransfer Transferred calls are eligible to be automatically answered via the IAA feature. Administration Internal Automatic Answer (IAA) is administered on a p er-voice terminal basis by the System Manager. The only terminal administration required is an IAA button ( int-aut-an), which must be assigned to each voice terminal desiring IAA, and for multifunction voice terminals that d o not have a built-in speakerphone, the headset option must be set to ‘‘y’’ on the ‘‘Station’’ form. If a voice terminal’s IAA button is removed via administration while the IAA feature is active, the IAA feature is deactivated and the associated status lamp goes dark. Current calls are not affected by this action. A system-wide option determines whether IAA-administered voice terminals automatically answer external calls that are extended by an attendant console. Typically, to avoid redirecting an external call to an unattended IAA voice terminal, the IAA option on the ‘‘System Parameters’’ form is disabled. However, you can allow IAA to automatic answer extended external calls by enabling the System Parameters Form’s IAA option. Hardware and Software Requirements For G3V2 and later releases, all multi-function voice terminals e quipped with a speakerphone or headset may use this feature, except ISDN BRI voice terminals. For G3vsV1/G3sV1 and G3iV1, only the following voice terminal typ es support IAA: n7313H n7314H
Internal Automatic Answer (IAA) Issue 3 March 1996 3-833 n7315H n7316H n7317H Each of these hybrid voice terminals liste d above requires a port on a TN762B Hybrid Line circuit pack. No a d ditional software is required.
Feature Descriptions 3-834Issue 3 March 1996 Intraflow and Interflow Feature Availability This optional feature is available with all Generic 3 releases when ACD software is purchased. NOTE: For G3vs/G3s ABP, ACD is only available as part of the Basic Call Center O ption. Description Allows ACD calls to be redirected from one split to another split under busy or unanswered c onditions. Intraflow provides redirection of ACD calls to other s plits within the system and may be activated using Call Coverage or Call Forwarding All Calls. Interflow uses the Call Forwarding All Calls feature to redirect ACD calls to an external location. Intraflow allows splits to be assigned coverage paths or forwarded. Also, a split can be a point in a coverage path. Thus, Intraflow uses the Call Coverage feature to redirect ACD calls from one split to another split according to the coverage path’s redirection criteria. For instance, a split’s coverage path can be administered so incoming ACD calls are automatically redirected to another sp lit during busy or unanswered conditions. Ad ditionally, Call Forwarding can be used to unconditionally intraflow a split’s calls. An ACD call is intraflowed to another split whenever it is forwarded or the assigned Call Coverage redirection criteria is met. For a detailed description of Call Coverage redirection criteria, see the Call Coverage feature description in this chapter. For a detailed description of Call Forwarding, see the Call Forwarding All Calls feature description in this chapter. If an ACD call is intraflowed to another split, the system attemp ts to terminate the call to an available agent. If an agent is not available, the system tries to place the call in queue at the covering sp lit. The call enters the covering split queue, unless one of the following conditions exists: nThe destination split’s ‘‘inflow threshold’’ is met nThe queue is full nThere are no agents logged in nAll the logg e d-in agents are in the AUX work mo de The inflow threshold is a p arameter that is assigned to each sp lit. If the oldest call in the split queue has remained in that q ueue for a length of time greater than the inflow threshold (0 to 999 seconds), then ACD calls cannot be intraflowed into that split. If an ACD call is forwarded or meets the Call Coverage redirection
Intraflow and Interflow Issue 3 March 1996 3-835 criteria, b ut cannot be intraflowed to another split or point in the coverage path, it will remain in q ueue at the original split even though coverage tone may be heard. A split can be administered such that ACD calls intraflowed via Call Coverage from that sp lit to another sp lit have priority over other calls in q ueue at that split. If an ACD call intraflows from a split with ‘‘priority on Intraflow’’ to a covering split, and enters the queue at the covering split, that call is positioned in the queue ahead of any nonpriority calls but behind other priority calls already in the queue. In other words, all priority calls are answered before any nonpriority calls. If the covering sp lit is assigned a second delay announcement, an ACD call intraflowed to that split will receive the announcement, if the call remains in queue for a length of time equal to the second delay announcement interval. After the announcement is heard, the caller hears either music-on-hold or silence until the call goes to an agent. An ACD call intraflowed (via Call Coverage) to a covering split is never connected to the first delay announcement assigned to the covering split. Calls redirected via Call Forwarding will receive a delay first announcement at the forwarded-to split. (A forced first announcement is never delivered at the destination split.) As an illustration of how Intraflow works, assume the following: nA call is intraflowed from split 1 to split 2 via Call Coverage. nSplit 1 is assigned priority on intraflow. nSplit 2 has a queue with three priority calls and four nonpriority calls. nSplit 2 has an inflow threshold of 90 seconds and the oldest call in queue at split 2 has been in queue for 60 seconds. nSplit 2 has been assigned a second delay announcement and has a second delay announcement interval of 45 seconds. nMusic-on-Hold is provided. When the call is intraflowed from s plit 1 to s plit 2, the c all enters the s plit 2 q ueue and is positioned in the queue ahead of the four nonpriority calls. The intraflowed call is then the fourth call in queue. Assume the call stays in the queue for 45 seconds and is still not answered. The call, at the end of 45 seconds, is connected to the second delay announcement for split 2. When the announcement is complete, the caller hears music-on-hold until the call is connected to an available agent. If the second delay announcement is administered to repeat, the system will attempt to connect the call to the second delay announcement again after the delay interval has expired (45 seconds.) The Interflow feature allows ACD calls to b e redirected from one split to a split on another switch or to another external location. This is accomplished by forward ing c alls that are directed to the split extension to an off-p remises location via the Call Forwarding All Calls feature. Calls can be forwarded to destinations
Feature Descriptions 3-836Issue 3 March 1996 off the PBX (that is, phone numb ers on the public-switched telephone network). Calls cannot conditionally interflow. If a coverage point station or split is forward ed/interflowed, it is taken out of the coverage path. For details on how calls are forwarded to an off-premises extension, see the Call Forwarding All Calls feature description in this chapter. A Coverage ICI button can be assigned to an agent’s multi-appearance voice terminal. The Coverage ICI button allows the agent to identify a call that is intraflowed from another sp lit. When an agent receives a call that has intraflowed from the split assigned to that button, the b utton’s status lamp will light. More advanced Interflow capa bilities are supported b y the Call Vectoring and Look Ahead Interflow features discussed in this chapter. Considerations Intraflow and Interflow provide the means to redirect ACD calls to alternate splits. Intraflow via Call Coverage provides for conditional redirection of ACD calls when c ertain conditions are met (such as Busy or Don’t Answer); Call Forward ing All Calls provides unconditional redirection. Therefore, calls can be directed to less b usy splits, resulting in more efficient call handling. Interflow p rovides for all ACD calls to a specific split to be redirected to a split at the same location or another location. Interactions The following features interact with the Intraflow and Interflow features. nAttendant Display and Voice Terminal Display These features provide call and queue identification for the covering split agents. nCall Coverage When Intraflow via Coverage is provided, the Coverage Don’t Answer Interval associated with Call Coverage begins when the call enters the split queue. If the Coverage Don’t Answer Interval exp ires b efore either of the two delay announcement intervals expires, the call is redirected to coverage. If no coverage point is available to handle the call, the call remains in q ueue and may then b e connected to a delay announcement. If either of the delay announcement intervals expires before the Coverage Don’t Answer Interval, the call is connected to a delay record ed announcement, if available. nTemporary Bridged Appearance If an ACD call terminates to a split agent, but is intraflowed to another s plit before being answered, the Temp orary Bridged Ap pearance at the split agent’s terminal or console is no longer maintained.